Customer Service Manager
Full time @EXANTE posted 2 months ago in IT / Software Development Shortlist Email JobJob Detail
-
Job ID 12426
-
Career Level Senior
-
Experience 5 Years +
Job Description
EXANTE is a wealthtech company that provides centralised trading solutions and B2B financial infrastructure that helps create value through technology.Our proprietary trading platform enables direct market access to a wide range of financial instruments including stocks, ETFs, bonds, futures, options and more from a single multi-currency account.With over 600 employees and a decade in the market, EXANTE’s presence extends across over 10 locations, including but not limited to the UK, Cyprus, Malta and Hong Kong.We’re growing 70% year-on-year and hiring globally day-by-day. Learn more about the EXANTE corporate culture and company benefits: https://careers.exante.eu/about/Responsibilities
- Decrease the need for clients and other internal stakeholders to contact the operations team. Make business easily scalable, less dependent on variable costs and execution
- Working within the operations team to evaluate and improve operational processes from a client service perspective. Provide a proactive roadmap on external and internal customer service improvements
- Collaborate with cross-functional teams, such as marketing, sales and product development – to understand customer experience and goals
- Strategy developments – develop strategic vision for enhancing client operational experience, review current use of SLAs, internal quality measures and understand KPIs for the processes to improve customer service levels
- Understand process customer touchpoints and decrease the need to interact with the company, facilitate client self-service and easy scaling
- Improve internal communication providing critical info for internal teams, participate in meetings with other teams providing customer service
- Support introduction of technology solutions to ease the service and improve performance
- Ensure that proper controls are in place to ensure compliance and regulatory requirements for the client communication
- Suggest and validate crisis management actions and business continuity communication and activities
- Improve knowledge management – standardized and pre-validated topics, business operations team info to other internal teams
Requirements
- Bachelor’s degree in business administration, management, or a related field
- 5+ years previous experience in customer service is essential for this role. Experience in a supervisory or managerial capacity is highly desirable
- Excellent communication skills
- Strong leadership qualities to effectively manage and motivate the team, setting clear goals and expectations, delegate tasks, provide feedback and coaching
- Strong problem-solving abilities, critical thinking skills and the ability to make decisions under pressure are essential
- Teamwork and collaboration skills to be able to work closely with other other departments within the organization, such as IT, sales, marketing, and operations
- Ability to manage multiple tasks, priorities, and deadlines
Benefits
- Excellent career growth opportunity
- A chance to work in a trendsetting international financial technologies company
- Competitive remuneration package
- Extra medical insurance and co-financed professional development program after the probation period
- Free lunch and snacks in the corporate offices
Other jobs you may like
-
AML Officer Featured
- @ payabl
- Limassol, Cyprus